Livechat settings can be accessed by clicking on the settings tab inside the bot, then clicking on the live chat.

Open

Overview

Here you will find all the settings related to livechat. You will also find settings for closing notes as well as agent notifications.

Conversation Visibility

The Conversation Visibility feature allows you to control which conversations live chat agents and members can view in the system. This setting is essential for managing access and work distribution among your team.

How to Access

To configure conversation visibility:

1. Go to Settings in the chatbot main menu

2. Navigate to Live Chat

3. Locate the Conversation Visibility section

Open

Visibility Options

1. All Conversations (Default)

• Description: All agents have access to all available conversations

• Who can see:

  • Owners and Admins: Always see all conversations

  • Supervisors: See all conversations

  • Agents: See all conversations

Open

2. Only Mine (Assigned to Me)

• Description: Agents only see conversations assigned directly to them

• Who can see:

  • Owners and Admins: Always see all conversations

  • Supervisors: See all conversations

  • Agents: Only conversations assigned to them individually

Open

3. Mine + Unassigned

• Description: Agents see their conversations and those without assignment

• Who can see:

  • Owners and Admins: Always see all conversations

  • Supervisors: See all conversations

  • Agents: Conversations assigned to them + unassigned conversations*

Open

*Unassigned conversations are those not designated to any specific agent or agent group.

4. Mine + My Groups

• Description: Agents see conversations assigned to them and to groups they belong to

• Who can see:

  • Owners and Admins: Always see all conversations

  • Supervisors: Only conversations from groups they belong to

  • Agents: Conversations assigned to them + conversations from their groups

Open

5. Mine + My Groups + Unassigned

• Description: Combination of previous options

• Who can see:

  • Owners and Admins: Always see all conversations

  • Supervisors: Conversations from their groups + unassigned conversations

  • Agents: Conversations assigned to them + conversations from their groups + unassigned

Open

Additional Group Settings

Visibility Within Agent Groups

When configuring an agent group (in Workspace Settings > Agent Groups), you can set additional visibility:

• All Conversations: Agents see all conversations assigned to the group

• Only Conversations Assigned to Me: Agents see only group conversations specifically assigned to them

Open

Supervisor Settings

Supervised Agents

For supervisors, there is an additional setting:

Open

• Access the three-dot menu next to the supervisor

• Select Supervised Agents

• Choose which agents will be supervised

Open

Result: The supervisor will see all conversations from selected agents, enabling targeted monitoring and support.

Permission Hierarchy

Important Notes

• Changes to visibility settings require a page refresh to be applied

• Owners and Admins always maintain full access, regardless of settings

• Group settings take priority over general settings when applicable

• Unassigned conversations include those without a specific agent or group designated

This documentation reflects all the visibility features in the live chat system.

Live Chat Features

Following options can be accessed under these:

Prepend Agent Name for Web Chat and WhatsApp

Overview

The Prepend Agent Name setting in Live Chat allows agents' names to appear before each message they send when taking over the chat. This helps customers easily identify which agent they are speaking with, creating a more personalized and transparent communication experience.

Purpose

When agents take over a live chat, it can sometimes be unclear to customers which agent is responding. By enabling this setting, the agent’s name will automatically appear at the beginning of each message, helping customers recognize who they are interacting with during the conversation. This feature improves customer trust and enhances clarity.

Steps to Enable "Prepend Agent Name" Setting

1. Access Live Chat Settings:

   • First you must access the bot that you let enable this feature within UChat.

2. Locate the  Live Chat Settings:

   • Navigate to Live Chat Settings under the Settings menu.

   • Look for the option titled Prepend Agent Name.

3. Enable the Setting:

   • Toggle the switch to enable the Prepend Agent Name option.

   • Once enabled, all messages from agents in a live chat will display the agent’s name at the start of each message.

4. Save Changes:

   • After enabling, make sure to save the changes for them to take effect in active web chat sessions.

Open

Example

Here’s how the messages will look when the Prepend Agent Name option is enabled:

• Without Agent Name Prepending:

  • Message: "Hello, how can I assist you today?"

• With Agent Name Prepending:

  • Message: "John Doe: Hello, how can I assist you today?"

Live chat preview:

Open

WhatsApp preview:

Open

In the second example, the agent's name “John Doe” appears before the message, clearly indicating to the customer who is responding.

Additional Notes

• Availability: This setting is only available for web chat and WhatsApp.

• Use Case: This feature is especially useful in environments where multiple agents may take over a single chat session, ensuring customers can follow who is assisting them.

If you need further assistance with the Prepend Agent Name setting or encounter any issues, please don't hesitate to reach out. You can submit a support ticket by emailing ticket@uchat.com.au. Our team is here to help!

Custom URL

Open

Here you can set a custom url for the bot user, that when clicked will open a certain third-party platform with that bot user’s details.

This feature is heavily used with CRMs, and enables agents to open their CRM from within UChat in an iframe and edit bot user’s information directly inside their CRM from one screen without having to leave Uchat.

Open

The URL is entered as well and a system variable can be selected from the given options below. You can also choose the desired window size of iframe from the Target Drop down.

Make sure that the Custom URL Icon is enabled in the icon tray.

Open

Go to livechat, click on a conversation and you will see the custom URL icon. Clicking on it should open popup.

Open

Note: Make sure your CRM allows iframe or popup modals, otherwise the feature may not work 

Open

Live Chat Integration

Open

Here you can select the platform where you want to transfer the livechat once the bot automation is paused. Following platforms are supported

Open

Open

Note: Make sure the platform of your choice is already integrated with UChat inside the integrations section of the workspace

Live Chat Auto Pause Minutes

This feature allows you to set the minutes for auto pause whenever an agent takes from automation.

Open

This is the timer that runs during which the bot automation is paused.

Live Chat SMS Sender

Open

This feature allows you to select the phone number from which you want to send SMS to bot users from livechat. The numbers must be connected in your Twillio/Telenyx account inside the integrations section of the workspace.

Live Chat Email Profile

Open

This feature allows you to select the email profile from which you can send emails directly from Livechat. The email must be connected under the SMTP section of integrations of the workspace.

Live Chat Desktop Notifications

Open

This feature allows you toggle the configuration for notifications. You can choose when to get notified. This is only confined to the Web app desktop notifications when using a browser.